I disagree, I think even in this scenario the whole thing worked as intended.
It's just rare for people to be this persistent.
I'm supsect that when companies deal with other companies this kind of thing (this amount of persistence) is the norm; it's just rare when individual persons deal with companies.
I'm sure that's the case somewhere, but not really sure that it applies to this instance. In this case it sounds like the whole thing would have worked as intended if it had been a non-persistent user. 99% of people will just give up after hearing this sort of repetitive "no it's your problem" and settle for writing a bad review online.
The owners ultimately can hire and fire the people necessary to implement their standards, so the company as a whole will mostly tend to reflect their overall preferences over time.